Help Desk Tier 2 It Support

About Fully Managed

Fully Managed is a leader in digital business transformation and managed services. As a ServiceNow Elite partner, we enable organizations to navigate and excel in the digital-first work world. Our mission is #CreatingPeaceOfMind through better IT, customer and employee experiences to make work flow! We eat, sleep, and breathe our core five values:

· Fanatical Service

· Absolute Accountability

· Inspiring our People

· Passion for Innovation

· Monomaniacal about Process

We are a team, a family, and a group of world class collaborators who also have A LOT of fun together.

Why Fully Managed:

We don’t want to fill jobs; we want to partner with you throughout their career journey by providing:

• Career growth and professional development through certifications
• The technology you need to enhance your daily work,
• A team of like-minded professionals without ego that help each other grow and flourish
• A comprehensive benefit package, and
• Generous paid time off.

We recognize that everyone has a life outside of work and show our commitment by offering:

• Flexible hours, and a
• Health & wellness subsidy.
• A remote work environment,

Key areas of responsibility:

• Provide training and guidance for Tier 1 techs
• Drive to customer locations to provide in-person customer support where remote support is exhausted/not possible
• Provide technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, Line of Business applications)
• Actively participate in meetings to help grow the team and
• Pursue two certification exams per year is highly recommended
• Create PowerShell scripts to perform reports or deploy software to Windows systems
• Be able to work well under pressure, and train users on best practices for using their MacOS or Windows devices
• Support end-users by providing technical guidance and solutions in a clear and concise manner - Utilize JAMF to manage and maintain devices across the organization
• Maintain accurate documentation of client networks, resolved issues, and client information
• Handle Tier 1 escalations
• Participate in rotating On-Call shifts for after hours
• Onboarding and offboarding users and their computers in Active Directory
• Communicate ticket status and updates directly to clients
• Resolve Tier 2 technical support issues (related to servers, applications, networking, backups, security, etc.)
• Be willing to work flexible hours when required to meet client deadlines
• Perform other duties and tasks as required.
• Provide remote support and occasional on-site support as required
• Strive to ensure a Customer Frictionless Experience, other performance metrics, and meet company expectations
• Create, test, and deploy MDM profiles for MacOS
• Monitor the support ticket system, emails and incoming phone calls, and provide Level 2 technical support to our Apple MacOS and Windows clients
• Escalate to Tier 3 where appropriate
• Follow standard operating procedures, creating new procedures for newly identified resolutions, and when otherwise appropriate

Skill and knowledge requirements

We’re flexible but these are a must:

• Experience in an IT Managed Services environment is strongly desired.
• Trouble shooting and investigation skills; especially in the face of poor to no documentation
• Prompt, reliable and willing to go above and beyond to exceed customer expectations
• Technical support experience supporting MacOS, Windows, mobile devices (Android, iOS), backup platforms (eg. Datto, N-able, Veeam), enterprise-grade antivirus, Microsoft 365, and Google WorkSpace.
• Valid Class 5 driver’s license and a well-serviced vehicle that can be used to visit customers’ office's.
• 5+ years of experience in IT support with a focus on supporting Apple MacOS and Windows systems
• Apple Certified Support Professional (ACSP), or equivalent experience
• Ability to multi-task and adapt to changes in an extremely fast-paced environment
• Advanced knowledge of IT applications, processes, software, and equipment
• Ability to handle emotions calmly and professionally during client interactions
• Experience with JAMF device management software
• Excellent time management and ability to effectively prioritize issues

Assets:

• Experience with Service Now or Autotask
• Understanding of networking concepts and protocols
• Experience with ITIL service management concepts and methodologies and certification
• Experience with Network Hardware’s like; Sophos, Meraki, Ruckus
• Microsoft, Cisco, and CompTIA+ certifications
• University degree in computer science or equivalent experience
• Current or previous professional technology certifications
• Experience with Windows or Linux servers

Interested?

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank everyone for their interest; however, only applicants selected to continue in the recruitment process will be contacted.

Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act. Fully Managed provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the recruitment process, please advise us if you require any accommodation.

No recruiters and no phone calls please!